topic Re: Intermittent internet connection in Fibre

Intermittent internet connection

MikeeV — Sun, 15 Dec 2024 11:57:52 GMT

Since Friday 13 December my internet connection has become intermittent. All Wi-Fi and Ethernet connections go down. A line test shows no issues and the white light on the FAST 5364, running version SG4K100206, stays on consistently but the only way to reconnect is to reboot. The GUI also crashes randomly back to the login screen whilst selecting options. I've checked the logs which show nothing, other than the loss of DNS name resolution failures, but I assume this is a symptom not the root cause.

Could my hub faulty?

Re: Intermittent internet connection

Peely954 — Sun, 15 Dec 2024 13:27:45 GMT

We’re having same problems

terrible service

whatcan we do

Re: Intermittent internet connection

simrokaur — Sun, 15 Dec 2024 14:00:24 GMT

I've gort the same problem, rebooting the whole system resolves the issue temprorily but then loos internet again. Trying to get hold of Talk Talk but as usual customer servoce is very poor and still wating to be connected since yesterday!!!!

Re: Intermittent internet connection

Lolgr — Sun, 15 Dec 2024 14:20:27 GMT

Its getting bloody annoying now! And ive just renewed my contract, but am still in my 14 day cooling off period!

Re: Intermittent internet connection

Gliwmaeden2 — Sun, 15 Dec 2024 14:34:38 GMT

@Lolgr @simrokaur

Staff will only reply to the original poster, so please return to the message board to start your own thread.

Re: Intermittent internet connection

Anonymous — Mon, 16 Dec 2024 10:39:17 GMT

Hi @MikeeV

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Intermittent internet connection

MikeeV — Mon, 16 Dec 2024 11:41:00 GMT

Hi Michelle,

I've updated my profile as requested.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 12:00:46 GMT

Hi @MikeeV

Apologies for this.

Our engineers are investigating this issue and they have asked if you can try the below:

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Re: Intermittent internet connection

MikeeV — Mon, 16 Dec 2024 13:04:10 GMT

Hi,

I've tried that and it fails to apply the change. The error is 'Operation could not complete, something wrong happened.', the next operation causes it to go back to the logon screen.

Re: Intermittent internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 13:10:01 GMT

Hi @MikeeV

Is the fault present at the moment? (no connection - white light)

Our engineers need to take a look whilst a fault is present?

Re: Intermittent internet connection

MikeeV — Mon, 16 Dec 2024 13:23:38 GMT

Hi Debbie,

The connection is currently up and has been all morning.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 13:24:46 GMT

@MikeeV Could you let me know as soon as the fault occurs (without rebooting) I can then pass this straight over to the engineers.

Re: Intermittent internet connection

MikeeV — Mon, 16 Dec 2024 13:44:02 GMT

Hi Debbie,

understood. As it’s random will try to do so.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 13:45:41 GMT

Thanks Mike @MikeeV

The engineers are working hard to get this fixed ASAP. It would just be handy to have a live example before the reboot of the router.

Re: Intermittent internet connection

MikeeV — Mon, 16 Dec 2024 18:57:42 GMT

Hi Debbie,

it had just gone down.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Tue, 17 Dec 2024 07:04:37 GMT

Hi @MikeeV

Sorry for the delay.

Is the connection still down this morning?

Re: Intermittent internet connection

MikeeV — Tue, 17 Dec 2024 07:52:40 GMT

Hi Debbie,

Apologies no, the router was rebooted last night at around 20:00 to reconnect. Will advise if it goes down during today.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Tue, 17 Dec 2024 08:17:08 GMT

Hi @MikeeV

Could you also try these settings again whilst the connection is working. You may need to reboot the router first.

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Re: Intermittent internet connection

MikeeV — Tue, 17 Dec 2024 09:26:10 GMT

Hi Debbie,

The DNS change has been made successfully.

Mike

Re: Intermittent internet connection

Debbie-TalkTalk — Tue, 17 Dec 2024 09:32:37 GMT

Hi @MikeeV

Oh great thank you. Please can you let me know if this fault happens again today (after the DNS change)